Deal with Difficult Customers in a Hotel

Edited by Hotelier, Amanda, Eng, Anonymous and 1 other

Hello, and thank you for watching VisiHow. Today, I will share with you some customer service steps for dealing with difficult customers. At some point in your career, you will likely run into at least one person who is not entirely satisfied with a product or with a service that they have purchased from you or from your company. You won't be able to control how that customer presents their dissatisfaction to you. They may be intimidating and yell, or even make demands. You can, to some degree, control how they react to your reaction to their complaint.

Was this helpful? Yes | No | I need help

Deal with difficult customers in a hotel.mp4-canvas43 54.jpg

Ad

Steps

  1. 1
    The first step, and possibly the most important step, is to listen.
    Deal with difficult customers in a hotel.mp4-canvas48 841.jpg
    Advertisement
    Was this step helpful? Yes | No | I need help

  2. 2
    This is followed very closely by showing empathy.
    If we haven't listened to what the customer is telling us, we won't be able to convincingly show them empathy. We will look like we don't care. The most important thing is that the customer knows that they've been heard and that the person who has heard them actually cares that they've had a bad experience. It's important that they feel that we will do everything that we can to find a solution. One way to show empathy to a guest is to simply apologize. This doesn't mean that we will admit guilt or fault in any way. It means simply that we are sorry that the customer had a negative experience and we want to help them make it better.
    Deal with difficult customers in a hotel.mp4-canvas51 461.jpg
    Advertisement
    Was this step helpful? Yes | No | I need help

  3. 3
    Don't take the complaint personally.
    This is a very difficult but very important step. When a guest is yelling, maybe they will say some things that are slightly offensive. They may be very intimidating. They may be making us anxious or a little bit nervous. Try not to take their complaint personally. Try to remain calm. Don't internalize what they're saying, because most of the time, it's not actually about us.
    Deal with difficult customers in a hotel.mp4-canvas101 96.jpg
    Was this step helpful? Yes | No | I need help

  4. 4
    Do not assign blame.
    We've seen some instances where someone has assigned blame to a particular department or to a particular coworker or even a manager. This will not work out in almost any situation. It may even cause additional trouble with colleagues, with superiors, and even with the customer.
    Deal with difficult customers in a hotel.mp4-canvas136 458.jpg
    Was this step helpful? Yes | No | I need help

  5. 5
    Inform the customer of what action will be taken.
    Deal with difficult customers in a hotel.mp4-canvas163 496.jpg
    Was this step helpful? Yes | No | I need help

  6. 6
    When informing the customer what action we will take, provide them a time that we will be able to update them.
    These two steps are very important. We want to keep the guest or customer absolutely updated. A good rule to remember here is to under-promise and over-deliver. Don't under-promise so much that it is not going to please the guest, but the action that we may have to take initially may just be telling the guest that we need to investigate the complaint. In that case, we might tell them that we will give them an update within two hours. If we can provide them an update within 45 minutes, we will look like rock stars. They will have increased confidence that we are actually on their side and working for them, and with them, in order to reach a solution that's going to make everyone happy.
    Deal with difficult customers in a hotel.mp4-canvas215 238.jpg
    Was this step helpful? Yes | No | I need help

  7. 7
    Reach the best possible resolution.
    We do want to make the guest happy and keep their business. At the same time, we don't want to hurt ourselves or our own business. However we need to do that will be based on our policies, and what sort of freedom we have to act.
    Deal with difficult customers in a hotel.mp4-canvas235 778.jpg
    Was this step helpful? Yes | No | I need help

  8. 8
    After we have reached a resolution, follow up with the customer.
    Maybe we send an apology note. Maybe we give them a quick phone call just to make sure everything is okay. Ask them if they need anything else and if there is anything else that we can help them with during their time and experience with us or with our company.
    Deal with difficult customers in a hotel.mp4-canvas266 258.jpg
    Was this step helpful? Yes | No | I need help

  9. 9
    This concludes our steps for customer service when dealing with difficult customers.
    If you do have any questions, comments or suggestions, please leave them in the space below.
    Was this step helpful? Yes | No | I need help

Video: Deal with Difficult Customers in a Hotel

Questions and Answers

Analyze 12 actions on how to avoid challenging customers in hospitality organization?

Analyze 12 actions on how to avoid challenging customers in hospitality organization

There are 12 common conflict resolutions in customer care:

  1. 1
    Let them talk.
    Do not interrupt. Wait until they have expressed all of their angst.
    Advertisement
    Was this step helpful? Yes | No | I need help

  2. 2
    Show that you care.
    Sympathize with their plight and repeat some of their issues back to them to acknowledge that you were listening.
    Was this step helpful? Yes | No | I need help

  3. 3
    Be careful of facial expression and voice tone.
    Speak softly but clearly. Do not smile or frown but keep your expression neutral. Even over the phone an expression can be heard such as if you are smiling.
    Was this step helpful? Yes | No | I need help

  4. 4
    Be Switzerland.
    Remain completely neutral. Let them know that you sympathize with them but do not bash the company in the next breath.
    Was this step helpful? Yes | No | I need help

  5. 5
    Make a point to not react immediately.
    You can interject an angry outburst with resolutions or redirection but do not raise your voice or lean towards them aggressively.
    Was this step helpful? Yes | No | I need help

  6. 6
    Redirect.
    If the customer keeps going off topic or making several different points, try to redirect the conversation back to topic.
    Was this step helpful? Yes | No | I need help

  7. 7
    Use Verbal Cues of promise.
    Instead of using words like never or always, switch to possibly, usually or occasionally. Basically, words that imply hope instead of a slammed door in your face.
    Was this step helpful? Yes | No | I need help

  8. 8
    Privacy.
    If a conversation turns in an angry direction, assist the customer further in a private area. You do not want to disturb other customers in the area. Move the situation immediately to another room. Remember use verbal cues such as "We usually address these types of concerns privately so please follow me."
    Was this step helpful? Yes | No | I need help

  9. 9
    Common Ground.
    During the customers complaint, focus on something that you can immediately agree with. Even if this is something small like the fact that the weather is horrid, find something common to agree upon. This will relax their defenses.
    Was this step helpful? Yes | No | I need help

  10. 10
    Wait.
    While they are talking, do not interrupt. Once they have become silent is when you can interject with summarizing their grievance and offering a solution.
    Was this step helpful? Yes | No | I need help

  11. 11
    Offer them a seat in a quiet zone.
    It is effective to have a combative or agitated customer take 5 minutes to think things through. Now you do not want to demand that they wait it out but instead suggest that they wait in a designated zone while you try to find a solution for them.
    Was this step helpful? Yes | No | I need help

  12. 12
    Use phrases of finality.
    You will want to set a limit to how long this is going to drag on. Use words like "In the next five minutes" or "Give me a minute". Impose suggestively that there is a limit to this interaction with you. One sale technique some teams use is a signal that other employees know at that point it is time for them to come in with a reason you have to leave immediately and then they take over the conversation. Often by the second time of airing a grievance a customer has either calmed down or can make a resolution with the new person because they do not feel the same battle of who will win this verbal match of wills.
    Was this step helpful? Yes | No | I need help

    Advertisement

Comments

VisiHow welcomes all comments. If you do not want to be anonymous, register or log in. It is free.




Hotelier
Featured Author
426 Articles Started
433 Article Edits
23,700 Points
Hotelier is a featured author with VisiHow. Hotelier has achieved the level of "Lieutenant" with 23,700 points. Hotelier has started 426 articles (including this one) and has also made 433 article edits. 247,000 people have read Hotelier's article contributions.
Hotelier's Message Board
Hotelier: Hi, my name is Hotelier.
Hotelier: Can I help you with your problem about "Deal with Difficult Customers in a Hotel"?
 

Article Info

Categories : Hospitality Industry

Recent edits by: Anonymous, Eng, Amanda

Share this Article:

Thanks to all authors for creating a page that has been read 987 times.

Do you have a question not answered in this article?
Click here to ask one of the writers of this article
x

Thank Our Volunteer Authors.

Would you like to give back to the community by fixing a spelling mistake? Yes | No